Covalent is focused on equipping people and organizations with in-demand skills. We're achieving this by providing an advanced end-to-end qualification workflow and analytics software platform designed to support the largest, most advanced industrial companies in the world. 

As a Director of Customer Success, you will be responsible for ensuring we are delivering value to Fortune 500 customers with complex needs and high expectations. From implementation and adoption to renewal, you will need to be capable of managing all of the elements that turn our customers into our biggest advocates. An ideal candidate is both an exceptional relationship manager with experience managing complex enterprise partnerships and a leader with the potential to create and scale a mission critical function for Covalent.

Responsibilities:

• Assist in the formal design and roll-out of Covalent’s newly launched success program

• Lead and align Customer Success goals with Covalent’s strategic initiatives

• Manage, mentor and coach other customer-facing team members, helping them attain their individual goals and driving cohesion

• Build strong, long-term relationships with customers by staying in constant communication, getting buy-in where required, and efficiently resolving issues.

• Conduct regular customer success reports to ensure customers optimize/adopt our product and customer goals are met (value realization plan)

• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business.

• Build out upsell, cross-sell, renewal and expansion campaigns

• Identify and build advocacy relationships with strategic customers through case studies, speaking opportunities, references, etc.

Requirements:

•  5+ years of Customer Success Management/Leadership working with enterprise customers

• Proven customer management skills with large and complex accounts

• Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives

• Accountability for driving revenue through customer expansion

• Proven leadership skills to grow and develop a team

• Creative, resourceful, detail-oriented, and highly organized

• An analytical and metrics-driven work style

• Excellent communication and presentation skills

• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

•  Passion for driving business value to customers through software development and new technology

Benefits:

Why us?

Our team is passionate about helping people gain in-demand skills that drive economic independence. In joining us, you will be a part of that effort. We are agile, scrappy and will do what it takes to make our vision a reality. We’re backed by top-tier VC’s who share this vision with us.

Perks

• Competitive salary & benefits

• Work directly with C-level leadership in designing a critical department

• WFH flexible

• Work with some of the most advanced manufacturers in the world

• Dog-friendly HQ in Boston’s Seaport district – 5 minute walk from South Station